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Customer Service Skills


An engaging three day customer service training course to develop and fine-tune customer service skills.

Event Navigation

  • « Customer Service Excellence For Managers
  • How To Handle Difficult Customers »

Overview

Do you impress your customers every time you interact with them? You must go beyond simply delivering your product, and develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations, exceeding them every single time.

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Details

Start:
February 19, 2016 @ 8:30 am
End:
February 6, 2021 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizers

Christopher Michael Gale
Petra Gale

  • Primary objective and benefits

    This workshop will help participants to:
    1. State what client service means in relation to all their clients, both internal and external.
    2. Recognize how their attitude and communication styles affect clients’ service.
    3. Identify their communication barriers and develop strategies to overcome it.
    4. Explain the fundamentals of interacting with customers in person.
    5. Effectively handle interactions with customers from other cultures and customs.
    6. Coping and dealing with difficult customers and situations.

Program Contents

  • Module 1 -
    Who We Are And What We Do
    • Who Are Customers?
    • What Is Customer Service?
    • Who Are Customer Service Providers?
  • Module 2 -
    Establishing Your Attitude
    • Appearance Counts! (even if not in person)
    • The Power of a Smile
    • Staying Energized
    • Staying Positive
  • Module 3 -
    Identifying And Addressing Customer Needs
    • Understanding the Customer’s Situation
    • Staying Outside the Box
    • Meeting Basic Needs
    • Going the Extra Mile
  • Module 4 -
    Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
  • Module 5 -
    In-Person Customer Service
    • Dealing with At-Your-Desk Requests
    • Advantages of In-Person Customer Service
    • Disadvantages of In-Person Customer Service
    • Using Body Language to Your Advantage
  • Module 6 -
    Providing Customer Service Over The Phone
    • Advantages of Telephone Communication
    • Disadvantages of Telephone Communication
    • Telephone Etiquette
    • Tips and Tricks for Providing Customer Service Over the Phone
  • Module 7 -
    Providing Electronic Customer Service
    • The Advantages and Disadvantages of Electronic Communication
    • Understanding Netiquette
    • Tips and Tricks
    • Examples: Eliminate Electronic Ping Pong
  • Module 8 -
    Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
  • Module 9 -
    Understanding When to Escalate
    • Dealing with Vulgarity
    • Coping with Insults
    • Dealing with Legal and Physical Threats
  • Module 10 -
    Ten Things You Can Do to WOW Customers Every Time
    • Ten Tips
    • Ten Things You Can Do to WOW Customers
    • Wrapping Up
    • Words from the Wise
    • Action Plans and Evaluations

Related Training Programs

  • Achieving Service Excellence

  • Achieving Customer Satisfaction And Loyalty

  • Managing Excellence

Event Navigation

  • « Customer Service Excellence For Managers
  • How To Handle Difficult Customers »

Download Brochure

Training Program Quick Facts

ID: CS17E
Duration: 4 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

Please Call Me

Request for Proposal

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The #covid19 global pandemic has created an unprecedented situation that affected every aspect of our lives. On behalf of GIA and Team Power International, we wish you and your beloved ones to stay safe and well. #innovation #leadership #opportunities #foresight #teampowerint

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Strategy in Action... active participation of Strategic Planning and Balanced Scorecard professionals in the recent GIA-CSSP #training hosted by Team Power International 15-19 Dec. 2019 in #Dubai #Strategy #BSC #teampowerint #consulting #UAE #KSA #India http://bit.ly/2ZOHRJT

Innovators in Action... wonderful team of participants in the GIA Certified Innovation Masterclass hosted by Team Power International 8-12 Dec. 2019 in #Dubai#Innovation #training #teampowerint #Innovationframework #Innovationawards #futureforesight #consulting #solutions #transformation #UAE #saudiarabia #bahrain #kuwait #oman #jordan #egjypt #lebanon

Successful completion of the interactive GIA Certified #Innovation Masterclass training in Dubai. An enjoyable learning experience with the wonderful team of Innovators from Abu Dhabi, Dubai, Ajman and Bahrain.

30% OFF: GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai - View program details online: http://bit.ly/2MESIA5Register and reserve your seat online: http://bit.ly/30VYbHY

30% OFF: GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai - View program details online: http://bit.ly/2MESIA5Register and reserve your seat online: http://bit.ly/30VYbHY

Interactive GIA Certified Innovation Masterclass Arabic inhouse training starting today in GDRFA Innovation center

GIA Certified Innovation Masterclass GIA-CIM® Training 8-11 Dec 2019 Dubai UAE. View program details: http://bit.ly/2MESIA5 book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai UAE. View program details: http://bit.ly/2owvt3k book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

Another successful interactive Certified Innovation Masterclass session completed last week. Our special thanks to the trainer and DED active participants.

Activate members during last week #innovation training sessions

Team Power International GIA-CIP workshop

Our wonderful team of Innovation practitioners from UAE, Oman, and Jordan at GIA Certified Innovation Practitioner Training in Dubai

Great participation by sports professionals

Dr. Kasim Kanakri presentation on importance of sports #strategy and #professional #training to #football clubs and professionals

‏إطلاق جائزة ⁧‫#الامارات‬⁩ للابتكار من قبل مجموعة دبي للجودة ‏⁦‪bit.ly/UAE_Innovate‬⁩ ‏⁦‪#UAE_Innovate‬⁩

Moments before @dubaiqualitygroup press conference, proud being part of this historical announcement and intuitive #Innovation #UAE_Innovate

Taqdeer Award

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